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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
  • 1. Visitor activity tracking and segmentation
    • 2. Action maps and outcomes
      Data, Analytics, and Governance- Reporting and optimization
      • 1. Ethical AI and data governance considerations
        • 2. Engagement and routing performance metrics
          Conversational AI and Automation- Bot and virtual agent integration
          • 1. NLU concepts (intents, utterances, entities)
            • 2. Bot flows and escalation handling
              AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
              • 1. Predictive intent and customer journey optimization
                • 2. AI in contact center efficiency and personalization
                  Integration and Implementation- Genesys Cloud CX ecosystem integration
                  • 1. API-based configuration and deployment
                    • 2. CRM and third-party system integration
                      Genesys Predictive Routing (GPR)- AI-based routing logic
                      • 1. Routing optimization and performance tuning
                        • 2. Skill-based vs predictive routing comparison

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q23-Q28):

                          NEW QUESTION # 23
                          Which two goals can GPE analytics help organizations achieve?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 24
                          Select all the actions available to use when an action map triggers.
                          (Choose four answers)
                          Response:

                          Answer: B,D,E,F


                          NEW QUESTION # 25
                          In the Journey Panel, what does the lightning bolt icon typically indicate?
                          Response:

                          Answer: A


                          NEW QUESTION # 26
                          Which two types of engagements can action maps initiate?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 27
                          Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
                          Response:

                          Answer: B


                          NEW QUESTION # 28
                          ......

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